Genesys and Salesforce Partner to Enhance Customer Experiences with AI and Data Integration
In today’s fast-paced digital world, businesses are constantly looking for ways to enhance their customer experiences and drive more value from their data and AI capabilities. That’s why the recent partnership announcement between global leaders in CCaaS (Contact Center as a Service) and CRM (Customer Relationship Management) – Genesys and Salesforce – is generating a lot of buzz in the industry.
Genesys, known for its AI-powered experience orchestration, has teamed up with Salesforce, the #1 AI CRM, to introduce a unified AI-powered customer experience and relationship management solution called CX Cloud from Genesys and Salesforce. This collaboration aims to help businesses bring together their data, agents, bots, and communication channels for smarter end-to-end customer and employee experiences.
One of the key highlights of this partnership is the seamless integration of Genesys Cloud CX and Salesforce Service Cloud, which makes agent and supervisor jobs more efficient. By enabling bi-directional data sharing, organizations can gain a deeper understanding of customer interactions, behavior, and history across their journey.
According to a recent report by Genesys, customer experience leaders have identified the lack of carryover of customer context from one channel to another as a significant challenge in delivering fluid experiences. To address this issue, implementing an integrated CX platform and connecting technology and data for omnichannel experiences are top technology initiatives for most CX leaders.
With CX Cloud from Genesys and Salesforce, organizations can improve customer personalization, reduce the burden on IT and analyst teams, and gain deeper analytics and reporting capabilities. The solution also offers advanced experience orchestration capabilities, allowing businesses to design AI-powered customer journeys that leverage data, bots, and channels from both platforms.
Furthermore, the partnership between Genesys and Salesforce extends beyond technology integration. It is built on a strong foundation of more than 10 years of strategic collaboration, with Salesforce Ventures leading a funding round for Genesys in 2021 to accelerate its leadership in the Experience as a Service market.
The first release of CX Cloud from Genesys and Salesforce is expected in 2023 and will be available via Salesforce AppExchange or the Genesys AppFoundry Marketplace. This solution promises to empower agents to leverage AI insights within the flow of work, deepen customer relationships through personalized interactions, and ultimately drive repeat business and positive impacts on the bottom line.
As businesses continue to navigate the digital landscape and prioritize customer experiences, the partnership between Genesys and Salesforce offers a compelling solution to help organizations unlock the full potential of their data and AI capabilities. Stay tuned for more updates on this exciting collaboration and the innovative solutions it will bring to the market.
